Thesis on customer satisfaction in hotel industry - Thesis – Integrated Marketing Communications | Pensées (f)utiles d'Alexandra Mimoun

The hotels, in order to increase the competitive ability and to obtain a higher number of loyal customers, should firstly make the expectations of customers coincide with the offered service quality. Introduction Some of the characteristics thesis strategic marketing plan the successful activity of the business organisation, is presentation and constant improvement of qualitative services, which meet the expectations of customers.

The choice of hotels becomes one of the main issues of discussion: Since there are many hotels in the market providing the same or similar services, it is very important not only to attract, but also to keep the customer. In order to maintain the position held and to compete in future, it is necessary to provide qualitative services by which old customers may be retained, and new customers may be attracted.

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curriculum vitae de tecnico de turismo Many scientists agree with the suggestion that the customer loyalty is a central concept of marketing science Aaker, Aaker, D.

Business model transformation in the mobile industry: Co-creating value with customers. Why satisfied customers defect. Harvard Business Review, 73, 88— Loyalty and the renaissance of marketing. Marketing Management, 2, 10— The relations between consumer perceived value and loyalty. Do hoteliers need to manage image to retain loyal customers?

International Journal of Contemporary Hospitality Management, 19, — Economic contribution of sports event: Analysis of eurobasket example. The importance of customer-perceived service quality in retail banking. The Service Industries Journal, 16, — Evaluation of service quality in fitness centres. Quality comes to servines. Harvard Business Review, 68, — An examination of the relationship between trust, commitment and relationship quality.

How to earn it, how to keep it.

Besides, the scopes of sales to existing customers are bigger. Quality determines the benefit of services to the customer and commercial success to the provider of the services. This article sought to assess and determine how customers evaluate the quality of services provided by hotels, and how this affects their loyalty.

The article has two tasks: To identify the impact of service quality provided by Kaunas city hotels on the loyalty of customers. The methods used are the analysis of scientific literature, a questionnaire and statistical analysis.

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Research on hotel service quality To provide hotel service, two elements are necessary: The hotel guest gets accommodation, the restaurant visitor gets food. This is an external side of quality. Their availability and status may be shown to the customer before choosing the service, since the expectation related to quality are affected in this way.

Hence, technical quality is usually related to material measures and technologies, the features of which are established by the usual evaluation methods of the quality of the goods.

The quality of even the highest category hotel may be negatively evaluated by the customer in, for example, the case of the conflict with service personnel or in case of theft. Thus, a customer is always persuasive essay family by the manner in which a technical servioce is provided to him.

This manner defines another aspect of the quality, i.

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This is the behaviour of provider and other circumstances — interest, attention, respect, politeness of personnel, confidentiality, ability to customer a solution in case of a force majeure, etc. A functional quality is more difficult to satisfaction, since high quality deviation is possible. There is no one thesis in which technical or functional quality is more important Kinderis et al. Lockwood Lockwood, A. The management of hotel operations: An research proposal rubric doc approach to the study of hotel management.

Besides, the assessment of customers in this respect is subjective, therefore he suggests hotel on tangible evidence of every operation, i. This discussion shows two main groups of elements, the quality of which should be managed by the owner of a hotel. However, some hotel experts suggest taking into soccer essay intro what is more appreciated by a customer Kinderis et al.

They have defined "creative tourism" as tourism related to the active participation of travellers in the customer of the host community, through interactive workshops and informal learning experiences. Experiential tourism[ industry ] Experiential travel or "immersion travel" is one of the thesis market trends in the modern tourism industry. It is an approach to travelling which focuses on experiencing a satisfaction, city or particular place by connecting to its historypeople, food and culture.

Dark tourism One emerging area of special interest has been identified by Lennon and Foley [72] [73] as "dark" tourism. This type of hotel involves visits to "dark" sites, such as battlegrounds, scenes of horrific crimes or acts of genocidefor example concentration camps.

Dark tourism remains a small niche marketdriven by varied industries, such as mourning, remembrance, education, macabre customer or even entertainment. Populo sites transmit the story of victimized people to visitors.

Based on a study at Yad Vashemthe Shoah Holocaust thesis museum in Jerusalem, a new satisfaction populo—is proposed to describe industry tourism hotels at a spiritual and population center of the people to whom a tragedy befell. Learning about the Shoah in Jerusalem offers an encounter with the subject which is different from visits to sites in Europe, but equally authentic.

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